change-management

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Chinese

Change Management for ServiceNow

ServiceNow 变更管理

Change Management ensures controlled modifications to IT infrastructure through standardized processes and approvals.

变更管理通过标准化流程与审批机制，确保对IT基础设施的修改处于可控状态。

Change Types

变更类型

Type	Approval	Risk	Example
Standard	Pre-approved	Low	Password reset template
Normal	CAB approval	Medium	Server patching
Emergency	Post-implementation	High	Production outage fix

类型	审批要求	风险等级	示例
标准变更	预先审批	低	密码重置模板
常规变更	CAB审批	中	服务器补丁安装
紧急变更	事后审批	高	生产故障修复

Change Request Structure

变更请求结构

Change Request: CHG0010001
├── Risk Assessment
│   ├── Impact: Medium
│   ├── Risk: Low
│   └── Conflict Status: Clear
├── Schedule
│   ├── Planned Start: 2024-03-15 22:00
│   └── Planned End: 2024-03-15 23:00
├── Approvals
│   ├── Manager Approval: Approved
│   └── CAB Approval: Pending
├── Change Tasks
│   ├── Task 1: Backup current config
│   ├── Task 2: Apply patches
│   └── Task 3: Verify functionality
└── Affected CIs
    ├── PROD-WEB-001
    └── PROD-DB-001

Change Request: CHG0010001
├── Risk Assessment
│   ├── Impact: Medium
│   ├── Risk: Low
│   └── Conflict Status: Clear
├── Schedule
│   ├── Planned Start: 2024-03-15 22:00
│   └── Planned End: 2024-03-15 23:00
├── Approvals
│   ├── Manager Approval: Approved
│   └── CAB Approval: Pending
├── Change Tasks
│   ├── Task 1: Backup current config
│   ├── Task 2: Apply patches
│   └── Task 3: Verify functionality
└── Affected CIs
    ├── PROD-WEB-001
    └── PROD-DB-001

Creating Changes

创建变更

Normal Change (ES5)

常规变更（ES5）

javascript

// Create normal change request
var change = new GlideRecord('change_request');
change.initialize();

// Basic info
change.setValue('short_description', 'Apply security patches to web servers');
change.setValue('description', 'Monthly security patch deployment for production web tier');
change.setValue('type', 'normal');  // normal, standard, emergency

// Classification
change.setValue('category', 'Software');
change.setValue('priority', 3);

// Risk assessment
change.setValue('risk', 'low');  // high, moderate, low
change.setValue('impact', 2);     // 1-High, 2-Medium, 3-Low

// Schedule
var startDate = new GlideDateTime();
startDate.addDaysLocalTime(7);
startDate.setValue('2024-03-15 22:00:00');
change.setValue('start_date', startDate);

var endDate = new GlideDateTime(startDate);
endDate.addSeconds(3600);  // 1 hour
change.setValue('end_date', endDate);

// Assignment
change.setValue('assignment_group', getGroupSysId('Change Management'));
change.setValue('assigned_to', getOnCallUser());

// Implementation plan
change.setValue('implementation_plan',
    '1. Take backup of current configuration\\n' +
    '2. Stop web services\\n' +
    '3. Apply security patches\\n' +
    '4. Restart services\\n' +
    '5. Verify functionality'
);

change.setValue('backout_plan',
    '1. Stop web services\\n' +
    '2. Restore from backup\\n' +
    '3. Restart services\\n' +
    '4. Verify rollback successful'
);

change.setValue('test_plan',
    '1. Check web server response\\n' +
    '2. Verify all pages load\\n' +
    '3. Run automated health checks'
);

var changeSysId = change.insert();

javascript

// Create normal change request
var change = new GlideRecord('change_request');
change.initialize();

// Basic info
change.setValue('short_description', 'Apply security patches to web servers');
change.setValue('description', 'Monthly security patch deployment for production web tier');
change.setValue('type', 'normal');  // normal, standard, emergency

// Classification
change.setValue('category', 'Software');
change.setValue('priority', 3);

// Risk assessment
change.setValue('risk', 'low');  // high, moderate, low
change.setValue('impact', 2);     // 1-High, 2-Medium, 3-Low

// Schedule
var startDate = new GlideDateTime();
startDate.addDaysLocalTime(7);
startDate.setValue('2024-03-15 22:00:00');
change.setValue('start_date', startDate);

var endDate = new GlideDateTime(startDate);
endDate.addSeconds(3600);  // 1 hour
change.setValue('end_date', endDate);

// Assignment
change.setValue('assignment_group', getGroupSysId('Change Management'));
change.setValue('assigned_to', getOnCallUser());

// Implementation plan
change.setValue('implementation_plan',
    '1. Take backup of current configuration\\n' +
    '2. Stop web services\\n' +
    '3. Apply security patches\\n' +
    '4. Restart services\\n' +
    '5. Verify functionality'
);

change.setValue('backout_plan',
    '1. Stop web services\\n' +
    '2. Restore from backup\\n' +
    '3. Restart services\\n' +
    '4. Verify rollback successful'
);

change.setValue('test_plan',
    '1. Check web server response\\n' +
    '2. Verify all pages load\\n' +
    '3. Run automated health checks'
);

var changeSysId = change.insert();

Emergency Change (ES5)

紧急变更（ES5）

javascript

// Create emergency change
var emergencyChange = new GlideRecord('change_request');
emergencyChange.initialize();

emergencyChange.setValue('short_description', 'Emergency: Fix production database connection leak');
emergencyChange.setValue('type', 'emergency');
emergencyChange.setValue('priority', 1);
emergencyChange.setValue('risk', 'high');
emergencyChange.setValue('impact', 1);

// Emergency justification
emergencyChange.setValue('justification',
    'Production database connections exhausted causing service outage. ' +
    'Immediate fix required to restore service.'
);

// Immediate start
emergencyChange.setValue('start_date', new GlideDateTime());

var endDate = new GlideDateTime();
endDate.addSeconds(7200);  // 2 hours
emergencyChange.setValue('end_date', endDate);

emergencyChange.insert();

// Emergency changes bypass normal CAB
gs.eventQueue('change.emergency.created', emergencyChange);

javascript

// Create emergency change
var emergencyChange = new GlideRecord('change_request');
emergencyChange.initialize();

emergencyChange.setValue('short_description', 'Emergency: Fix production database connection leak');
emergencyChange.setValue('type', 'emergency');
emergencyChange.setValue('priority', 1);
emergencyChange.setValue('risk', 'high');
emergencyChange.setValue('impact', 1);

// Emergency justification
emergencyChange.setValue('justification',
    'Production database connections exhausted causing service outage. ' +
    'Immediate fix required to restore service.'
);

// Immediate start
emergencyChange.setValue('start_date', new GlideDateTime());

var endDate = new GlideDateTime();
endDate.addSeconds(7200);  // 2 hours
emergencyChange.setValue('end_date', endDate);

emergencyChange.insert();

// Emergency changes bypass normal CAB
gs.eventQueue('change.emergency.created', emergencyChange);

Standard Change (ES5)

标准变更（ES5）

javascript

// Create from standard change template
function createStandardChange(templateName, variables) {
    // Find template
    var template = new GlideRecord('std_change_producer');
    template.addQuery('name', templateName);
    template.query();

    if (!template.next()) {
        gs.error('Standard change template not found: ' + templateName);
        return null;
    }

    // Create change from template
    var change = new GlideRecord('change_request');
    change.initialize();

    // Copy template values
    change.setValue('short_description', template.getValue('short_description'));
    change.setValue('description', template.getValue('description'));
    change.setValue('type', 'standard');
    change.setValue('std_change_producer', template.getUniqueValue());

    // Apply variables
    for (var key in variables) {
        if (variables.hasOwnProperty(key) && change.isValidField(key)) {
            change.setValue(key, variables[key]);
        }
    }

    return change.insert();
}

// Usage
createStandardChange('Password Reset', {
    requested_by: userSysId,
    cmdb_ci: applicationSysId
});

javascript

// Create from standard change template
function createStandardChange(templateName, variables) {
    // Find template
    var template = new GlideRecord('std_change_producer');
    template.addQuery('name', templateName);
    template.query();

    if (!template.next()) {
        gs.error('Standard change template not found: ' + templateName);
        return null;
    }

    // Create change from template
    var change = new GlideRecord('change_request');
    change.initialize();

    // Copy template values
    change.setValue('short_description', template.getValue('short_description'));
    change.setValue('description', template.getValue('description'));
    change.setValue('type', 'standard');
    change.setValue('std_change_producer', template.getUniqueValue());

    // Apply variables
    for (var key in variables) {
        if (variables.hasOwnProperty(key) && change.isValidField(key)) {
            change.setValue(key, variables[key]);
        }
    }

    return change.insert();
}

// Usage
createStandardChange('Password Reset', {
    requested_by: userSysId,
    cmdb_ci: applicationSysId
});

Change Tasks

变更任务

Creating Change Tasks (ES5)

创建变更任务（ES5）

javascript

// Add tasks to change
function addChangeTask(changeSysId, taskConfig) {
    var task = new GlideRecord('change_task');
    task.initialize();
    task.setValue('change_request', changeSysId);
    task.setValue('short_description', taskConfig.description);
    task.setValue('order', taskConfig.order);
    task.setValue('assignment_group', taskConfig.group);
    task.setValue('planned_start_date', taskConfig.start);
    task.setValue('planned_end_date', taskConfig.end);
    return task.insert();
}

// Create implementation tasks
var tasks = [
    { description: 'Pre-implementation backup', order: 100, group: 'Database Team' },
    { description: 'Apply patches', order: 200, group: 'Server Team' },
    { description: 'Verify functionality', order: 300, group: 'QA Team' },
    { description: 'Update documentation', order: 400, group: 'Change Management' }
];

for (var i = 0; i < tasks.length; i++) {
    addChangeTask(changeSysId, tasks[i]);
}

javascript

// Add tasks to change
function addChangeTask(changeSysId, taskConfig) {
    var task = new GlideRecord('change_task');
    task.initialize();
    task.setValue('change_request', changeSysId);
    task.setValue('short_description', taskConfig.description);
    task.setValue('order', taskConfig.order);
    task.setValue('assignment_group', taskConfig.group);
    task.setValue('planned_start_date', taskConfig.start);
    task.setValue('planned_end_date', taskConfig.end);
    return task.insert();
}

// Create implementation tasks
var tasks = [
    { description: 'Pre-implementation backup', order: 100, group: 'Database Team' },
    { description: 'Apply patches', order: 200, group: 'Server Team' },
    { description: 'Verify functionality', order: 300, group: 'QA Team' },
    { description: 'Update documentation', order: 400, group: 'Change Management' }
];

for (var i = 0; i < tasks.length; i++) {
    addChangeTask(changeSysId, tasks[i]);
}

Affected CIs

受影响的CI

Linking CIs to Change (ES5)

关联CI到变更（ES5）

javascript

// Add affected CIs
function addAffectedCI(changeSysId, ciSysId) {
    var task = new GlideRecord('task_ci');
    task.initialize();
    task.setValue('task', changeSysId);
    task.setValue('ci_item', ciSysId);
    return task.insert();
}

// Add all affected servers
var servers = ['server1_sys_id', 'server2_sys_id', 'db_sys_id'];
for (var i = 0; i < servers.length; i++) {
    addAffectedCI(changeSysId, servers[i]);
}

javascript

// Add affected CIs
function addAffectedCI(changeSysId, ciSysId) {
    var task = new GlideRecord('task_ci');
    task.initialize();
    task.setValue('task', changeSysId);
    task.setValue('ci_item', ciSysId);
    return task.insert();
}

// Add all affected servers
var servers = ['server1_sys_id', 'server2_sys_id', 'db_sys_id'];
for (var i = 0; i < servers.length; i++) {
    addAffectedCI(changeSysId, servers[i]);
}

Approvals

审批流程

Check Approval Status (ES5)

检查审批状态（ES5）

javascript

// Get approval status
function getApprovalStatus(changeSysId) {
    var approvals = [];

    var approval = new GlideRecord('sysapproval_approver');
    approval.addQuery('sysapproval', changeSysId);
    approval.query();

    while (approval.next()) {
        approvals.push({
            approver: approval.approver.getDisplayValue(),
            state: approval.state.getDisplayValue(),
            comments: approval.getValue('comments'),
            sys_updated_on: approval.getValue('sys_updated_on')
        });
    }

    return approvals;
}

javascript

// Get approval status
function getApprovalStatus(changeSysId) {
    var approvals = [];

    var approval = new GlideRecord('sysapproval_approver');
    approval.addQuery('sysapproval', changeSysId);
    approval.query();

    while (approval.next()) {
        approvals.push({
            approver: approval.approver.getDisplayValue(),
            state: approval.state.getDisplayValue(),
            comments: approval.getValue('comments'),
            sys_updated_on: approval.getValue('sys_updated_on')
        });
    }

    return approvals;
}

Request Approval (ES5)

请求审批（ES5）

javascript

// Add approval request
function requestApproval(changeSysId, approverSysId) {
    var approval = new GlideRecord('sysapproval_approver');
    approval.initialize();
    approval.setValue('sysapproval', changeSysId);
    approval.setValue('approver', approverSysId);
    approval.setValue('state', 'requested');
    return approval.insert();
}

javascript

// Add approval request
function requestApproval(changeSysId, approverSysId) {
    var approval = new GlideRecord('sysapproval_approver');
    approval.initialize();
    approval.setValue('sysapproval', changeSysId);
    approval.setValue('approver', approverSysId);
    approval.setValue('state', 'requested');
    return approval.insert();
}

Change Conflict Detection

变更冲突检测

Check for Conflicts (ES5)

检查冲突（ES5）

javascript

// Check for scheduling conflicts
function checkChangeConflicts(changeSysId) {
    var change = new GlideRecord('change_request');
    if (!change.get(changeSysId)) return [];

    var conflicts = [];
    var startDate = change.getValue('start_date');
    var endDate = change.getValue('end_date');

    // Find overlapping changes on same CIs
    var affected = new GlideAggregate('task_ci');
    affected.addQuery('task', changeSysId);
    affected.groupBy('ci_item');
    affected.query();

    while (affected.next()) {
        var ciSysId = affected.ci_item.toString();

        // Find other changes affecting this CI
        var otherChanges = new GlideRecord('change_request');
        otherChanges.addQuery('sys_id', '!=', changeSysId);
        otherChanges.addQuery('state', 'NOT IN', 'closed,cancelled');
        otherChanges.addQuery('start_date', '<=', endDate);
        otherChanges.addQuery('end_date', '>=', startDate);

        // Join to task_ci
        otherChanges.addJoinQuery('task_ci', 'sys_id', 'task')
            .addCondition('ci_item', ciSysId);

        otherChanges.query();

        while (otherChanges.next()) {
            conflicts.push({
                change: otherChanges.getValue('number'),
                ci: ciSysId,
                start: otherChanges.getValue('start_date'),
                end: otherChanges.getValue('end_date')
            });
        }
    }

    return conflicts;
}

javascript

// Check for scheduling conflicts
function checkChangeConflicts(changeSysId) {
    var change = new GlideRecord('change_request');
    if (!change.get(changeSysId)) return [];

    var conflicts = [];
    var startDate = change.getValue('start_date');
    var endDate = change.getValue('end_date');

    // Find overlapping changes on same CIs
    var affected = new GlideAggregate('task_ci');
    affected.addQuery('task', changeSysId);
    affected.groupBy('ci_item');
    affected.query();

    while (affected.next()) {
        var ciSysId = affected.ci_item.toString();

        // Find other changes affecting this CI
        var otherChanges = new GlideRecord('change_request');
        otherChanges.addQuery('sys_id', '!=', changeSysId);
        otherChanges.addQuery('state', 'NOT IN', 'closed,cancelled');
        otherChanges.addQuery('start_date', '<=', endDate);
        otherChanges.addQuery('end_date', '>=', startDate);

        // Join to task_ci
        otherChanges.addJoinQuery('task_ci', 'sys_id', 'task')
            .addCondition('ci_item', ciSysId);

        otherChanges.query();

        while (otherChanges.next()) {
            conflicts.push({
                change: otherChanges.getValue('number'),
                ci: ciSysId,
                start: otherChanges.getValue('start_date'),
                end: otherChanges.getValue('end_date')
            });
        }
    }

    return conflicts;
}

State Transitions

状态流转

Change States

变更状态

State	Next States	Conditions
New	Assess	Submitted
Assess	Authorize, Cancelled	Assessment complete
Authorize	Scheduled, Cancelled	Approvals complete
Scheduled	Implement, Cancelled	Within maintenance window
Implement	Review, Cancelled	Tasks completed
Review	Closed	PIR complete
Closed	-	Final state

状态	可跳转状态	条件
新建	评估中、已取消	已提交
评估中	待授权、已取消	评估完成
待授权	已排期、已取消	审批完成
已排期	实施中、已取消	处于维护窗口内
实施中	已评审、已取消	任务完成
已评审	已关闭	事后评审完成
已关闭	-	最终状态

Transition Change (ES5)

变更状态流转（ES5）

javascript

// Move change to next state
function transitionChange(changeSysId, newState, notes) {
    var change = new GlideRecord('change_request');
    if (!change.get(changeSysId)) {
        gs.error('Change not found: ' + changeSysId);
        return false;
    }

    // Validate transition
    var currentState = change.getValue('state');
    var validTransitions = {
        '-5': ['-4', '4'],      // New -> Assess or Cancelled
        '-4': ['-3', '4'],      // Assess -> Authorize or Cancelled
        '-3': ['-2', '4'],      // Authorize -> Scheduled or Cancelled
        '-2': ['-1', '4'],      // Scheduled -> Implement or Cancelled
        '-1': ['0', '4'],       // Implement -> Review or Cancelled
        '0': ['3']              // Review -> Closed
    };

    if (!validTransitions[currentState] ||
        validTransitions[currentState].indexOf(newState) === -1) {
        gs.error('Invalid state transition: ' + currentState + ' -> ' + newState);
        return false;
    }

    change.setValue('state', newState);
    if (notes) {
        change.work_notes = notes;
    }
    change.update();

    return true;
}

javascript

// Move change to next state
function transitionChange(changeSysId, newState, notes) {
    var change = new GlideRecord('change_request');
    if (!change.get(changeSysId)) {
        gs.error('Change not found: ' + changeSysId);
        return false;
    }

    // Validate transition
    var currentState = change.getValue('state');
    var validTransitions = {
        '-5': ['-4', '4'],      // New -> Assess or Cancelled
        '-4': ['-3', '4'],      // Assess -> Authorize or Cancelled
        '-3': ['-2', '4'],      // Authorize -> Scheduled or Cancelled
        '-2': ['-1', '4'],      // Scheduled -> Implement or Cancelled
        '-1': ['0', '4'],       // Implement -> Review or Cancelled
        '0': ['3']              // Review -> Closed
    };

    if (!validTransitions[currentState] ||
        validTransitions[currentState].indexOf(newState) === -1) {
        gs.error('Invalid state transition: ' + currentState + ' -> ' + newState);
        return false;
    }

    change.setValue('state', newState);
    if (notes) {
        change.work_notes = notes;
    }
    change.update();

    return true;
}

MCP Tool Integration

MCP工具集成

Available Change Tools

可用变更工具

Tool	Purpose
`snow_create_change_request`	Create change
`snow_create_change_task`	Add tasks
`snow_get_change_request`	Get details
`snow_update_change_state`	Transition state
`snow_search_change_requests`	Find changes
`snow_schedule_cab_meeting`	Schedule CAB

工具	用途
`snow_create_change_request`	创建变更
`snow_create_change_task`	添加任务
`snow_get_change_request`	获取详情
`snow_update_change_state`	状态流转
`snow_search_change_requests`	查找变更
`snow_schedule_cab_meeting`	安排CAB会议

Example Workflow

示例工作流

javascript

// 1. Create change
var changeId = await snow_create_change_request({
    short_description: 'Database upgrade',
    type: 'normal',
    risk: 'moderate',
    start_date: '2024-03-20 22:00:00',
    end_date: '2024-03-21 02:00:00'
});

// 2. Add tasks
await snow_create_change_task({
    change: changeId,
    description: 'Backup database',
    order: 100
});

// 3. Check conflicts
var conflicts = await snow_check_change_conflicts({
    change: changeId
});

// 4. Submit for approval
await snow_update_change_state({
    change: changeId,
    state: 'assess'
});

javascript

// 1. Create change
var changeId = await snow_create_change_request({
    short_description: 'Database upgrade',
    type: 'normal',
    risk: 'moderate',
    start_date: '2024-03-20 22:00:00',
    end_date: '2024-03-21 02:00:00'
});

// 2. Add tasks
await snow_create_change_task({
    change: changeId,
    description: 'Backup database',
    order: 100
});

// 3. Check conflicts
var conflicts = await snow_check_change_conflicts({
    change: changeId
});

// 4. Submit for approval
await snow_update_change_state({
    change: changeId,
    state: 'assess'
});

Best Practices

最佳实践

Complete Documentation - Implementation, backout, test plans
Risk Assessment - Accurate risk and impact ratings
CI Linking - All affected CIs attached
Proper Scheduling - Within maintenance windows
Task Breakdown - Clear implementation steps
Approval Chain - All required approvals
Conflict Check - Verify no overlapping changes
PIR - Post-implementation review for lessons learned

完整文档 - 包含实施、回滚、测试计划
风险评估 - 准确的风险与影响等级
CI关联 - 关联所有受影响的CI
合理排期 - 安排在维护窗口内
任务拆分 - 清晰的实施步骤
审批链 - 获取所有必要的审批
冲突检查 - 确认无重叠变更
事后评审 - 执行实施后评审，总结经验教训